Store unavailable - Impossible to reach contact support page

Shopify Discussion

Topic summary

A user’s Shopify store went offline after changing their payment method, despite having paid for their annual plan. The issue is compounded by inability to access Shopify’s support chat—the support center became inaccessible when attempting to contact an assistant.

Suggested troubleshooting steps:

  • Check email for messages from Shopify regarding billing, verification, or security issues
  • Log into Shopify Admin to look for alerts or pending actions
  • Try accessing from a different network in case of IP restrictions
  • Contact Shopify Support through alternative channels (Twitter @ShopifySupport or email) since chat is unavailable

Current status: The issue remains unresolved. The store is likely temporarily locked due to payment verification following the payment method change, and should be restored quickly once Shopify verifies the account.

Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Hello,

My store is unavailable since I change my payment method. My annual plan has been paid.

I was about to reach contact support but as soon as I entered the chat with an assistant, the support center became impossible to access. (Yes I have already cleared caches and tried multiples browsers and devices.)

Please help, I absolutely need my store to be back online.

Thank you.

2

Hi @Sidoux ,

It sounds like your store might be temporarily locked due to a payment issue or verification check after changing your payment method. Try these steps:

  1. Check your email – Shopify might have sent a message about the issue (billing, verification, or security check).
  2. Log into Shopify Admin – If you can access it, check for any alerts or pending actions.
  3. Try a different network – Sometimes, IP restrictions can affect access.
  4. Contact Shopify Support via social media or email – Since the chat isn’t working, try reaching them on Twitter (@ShopifySupport) or via email.

If your annual plan is paid, they should be able to restore your store quickly once they verify the issue.

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Thanks